ComplaintsforGlendale Nissan, Inc.

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive been taking my 2018 pathfinder to this dealer for the past year and a half never had an issue until recently they changed my lower control arms and ball joints I let them know a few days later that the truck kept veering to the right so then I took it in on Saturday September 16 and they did an alignment which I paid for and he said it was good to go. I drove it home, which is about 15 miles. I got home. Call them spoke to *** my service advisor and let her know what was going on right away She was defensive, saying that the truck was fine and 100% safe and there was no way that it was driving bad after the alignment and only driving 15 miles home,I told them something wasnt right and that my new tires were getting uneven wear, she then proceeded to tell me that I could take the truck back, but I need to pay 170$ and also have to pay for a loaner therefore I needed to wait two weeks to come up with the money since Im a real tight budget with limited income . Anyway, she then proceeded to put **** the technician who worked on the truck On the phone which he also had an attitude and said that theres no way the truck was not driving well I proceeded to tell him that I still kept veering, and he was noticeably irritated. So I took the truck back after I was able to gather up the money which was September 30 and as when the tech **** and I were walking up to the truck for the test drive, he noticed the left driver side tire facing inward And right away he said that wasnt right and they shouldnt be like that and that theres no way he let it go like that two weeks prior,right away he was trying to avoid getting held accountable for anything even though I had spoken to him two weeks ago and letting them both know about my problems with the truck so they kept my Pathfinder from Saturday until Wednesday, October 4 and supposedly fixed it now but the issue now is that my two new tires I had in front are completely wasted I called Nissan *** and they were no help too

  Business response

  10/17/2023

  I have read the complaint regarding **************. I have included a detail of what happened with the service ***** What refund is ************** looking for. The only amount charged was $99 dollars. Everything else was taken car of by the dealership. Please let me know what questions you have. Thank you. 

   

  *************************

  Executive Manager

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 20, 2023 I had my Nissan Altima towed to **************************** located on ******* in ************ ********. The purpose of the tow was to diagnose the reason my car failed to start. On March 22, 2023, ********* contacted me and explained that the problem was with my key. That I would need to take it to a Nissan Dealership to purchase a key and to have it programmed. I decided to take it to Glendale Nissan **** I went to the dealership and told them that I needed a key and that I needed it programmed. They told me the price and that it would likely take an hour. I arranged for the car to be towed from ********* to the dealership. Once there they began to work on the key. After waiting over 2 hours for the repair, I called to find out if they had finished. The customer service representative told me that the mechanic had ran into some issue with the key. That he ran into some sort of complications. He said that each time he started the car with the new key, that it would start once and would fail to start on the next attempt. He said it appeared as if it was going to be a rather expensive repair. He asked me what I wanted to do. I explained that I would let him know the next day,The next day my husband went and said that we would not do further due to possible expense. We towed the car home. When the tow truck driver towed the car back, he explained that the key was stuck in the ignition. He said that it did not seem right that I had to pay for a key that did not work. I agreed and called the dealership back and spoke to the rep. I stated that it was not right that I paid for a key that did not work and had gotten stuck in the ignition. And that suddenly the repair would be more expensive. I asked what would they do to help me out. He said he would speak to someone and call me back. When he failed to call me back, I called again and asked for some compensation. Again he said he would call me back after speaking to someone, but he never called back

  Business response

  05/16/2023

  After reading over ********************* concern, we are unable to view the ********* documents that the *************************** has attached to the file and we would like to view them, they are all blurry once they are increased in size, if *************************** would like to email to ***************************************************************;, that would be great.  *************************** had a **** Nissan Altima towed in, requesting to have a key cut and programmed that is correct. Once  ********************* **** Nissan ****** arrived here that day, our technician started to do what *************************** requested, which was to cut and program an ignition key and yes ************** did run into issues with the programming process, one of the issues that at time of programming is the key would get stuck into the ignition lock assembly, we were not aware that the vehicle was at another location for repair (*********) until our technician notice that it had looked like someone had been trying to diagnose an issue. ************** located that the lock ring around the ignition switch was cracked/broken and notice ignition wires hanging loose, once we notice this we informed *************************** that we would need some more information and diagnostic to correct the concern, which at that time we were told that vehicle was at ********* prior of be towed here. After informing *************************** we needed more diagnostic time, which *************************** would have to authorize Glendale Nissan to continue on so that we could repair the vehicle properly.  *************************** declined our technician to continue on with repairs. Glendale Nissan did what the *************************** requested and has paid for that service. Glendale Nissan can offer a discount on the full *********** the vehicle has been fully diagnosed. The key works. The other issues are causing the problems. ****************** can contact ************************* the Service Director to schedule an appointment. Let ** know if you have any questions. Thank you. Sincerely, 

  *************************

  Service Director 

  Glendale Nissan

  *****************************

  ************

  Customer response

  05/24/2023

   
  Complaint: 20049956
  
  I am rejecting this response because:

  This is in regard to complaint ID: ********. I did not see the message from the Better Business Bureau from the business Nissan Of Glendale Height. I will email them a better copy of the receipt from ********** Initially, Nissan stated that they were unaware of *********** diagnostics of my car. I just want to state for the record that ********* never attempted to repair my car. They simply made the diagnosis. 

   Nissan did tell me that they would need to diagnose the problem. They also said that they ran into additional complications. They neglected to tell me all of the things that they reported to the BBB. They did not mention a broken ignition ring or any of the other specific  information they stated on their response. They simply told me that it looked like it was going to get more expensive. They stated that the mechanic/technician had ran into a problem. He said that when he attempted to start the car with the key, that it would start on the first try. But it would not start on the next attempt. So, when he said that the key works, that is not true. As a matter of fact, the key was stuck inside of the ignition when it was towed back to me. I called and reported this to Nissan and they told me that the tow truck driver did this. There is a lot of deception on their part. I simply want a refund for the key and I will return their non working key to them. If the key worked, I would not have a problem. They are charging me for a non working key and for a repair that did not remedy the problem but rather made it worse. 

  
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2013 Infiniti qx56 from Glendale Nissan on April 16th . 5 days later on April 19th the check engine light was on indicating that I needed to replace 2 catalytic converters. I called the dealership and they wanted me to bring the car into the glendale nissan dealership to have them inspect the issue. They inspected the car on april 21 st and it revealed that I needed 2 catalytic converters . The cost of such repairs exceeds $5k . We put down $5k on this vehicle and gave away are trade in for only $1k. We are already $6k invested in this car. ***** the used car manager has offered us only $500.00 to repair the car. He offered to buy back the vehicle and sell us another car but at a loss to us. (not giving us what we paid ). Now he revoked that offer and will not buy the car back. We are seeking all of our money back or the complete repairs done at 100% cost on the dealership . We believe that they were aware of this issue prior to selling us the vehicle. They told me we didnt qualify for the 15 day /500 mile warranty law. Multiple reviews on this dealership indicate that this is a common problem. The manager ***** will not answer calls . I was hung up on by *****. I have all paperwork and emails on file indicating all the issues and conversations. They wont take the new car back, wont give me my old car back and will not pay for the repairs. Please help. We spent so much getting the car and are facing extremely pricey repairs.

  Business response

  04/27/2023

  Glendale Nissan has reached out to ************************ to resolve the issue and come to agreement to take care of the concerns. Glendale Nissan has ordered the parts and Will work with Ms. ********** to make sure the issue is resolved. If you have any questions please let me know. Thank you.

  Sincerely, 

  ***********************;

  Operations Manager 

  Glendale Nissan

  ********************************************

  ************

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Transactions was April first I went to get a copy keys of my Nissan Rouge 2015 on April first, the cost of the service $221.00 keys copy and ****** for reprogram total ****** whit tax.My car was working good with any problems. I was waiting 1 hour and they told me that my car doesnt work. That They cant reprogram the computer cars. And they gave me a rent car. On Monday April 3 they called to said that the computer cars stop working and I have to paid *******. I disagree to paid the high amount. They offer me take out $ ****** and they charge ******* plus tax. I have to paid to get my car back. In April 6 2023 I went to get my car back I paid ******* dollars But I agree to paid $****** was the cost initial for the service, but please I need your help to reimburse me $917.00 because my car was in good condition with no problems. They was responsable to stop the computers car.

  Business response

  04/11/2023

  On Saturday April 1,2023 the customer in this complaint did come in to have a new key programmed along with the existing key. This process consist of hooking up the Nissans computer system consult 4 to access the **** (Nissan Anti-Theft System) to start the process of programming a new key to the vehicle.  During the process the vehicles BCM (body control module) would not accept the programming process due to internal failure of the **** there is no factor that we can detect that the circuitry inside this vehicle part, ****  that is not going to let the programming process prior of starting the programming process of the ****. Being that it a **** and it has security measures in place to defect a possible theft and will lock out the vehicle so that only a authorize service center can perform this type of repair.  We understand the customer frustration with this situation and offered a hefty discount and provide car rental at NO Charge for the days that the customer was without their vehicle, so to have the vehicle repair properly. After having a discussion with the customers husband in person and making a generous offer to resolve this bad situation for us both,  the customer agree via an email to offer on April 4, 2023.  Please see the attached document for that authorization via an email thread.
  
  *************************
  Service Director
  Glendale Nissan
  *********************************br>Glendale Heights, **
  ************
  

  Customer response

  04/11/2023

   
  Complaint: 19914554
  
  I am rejecting this response because:

  I want to once again explain that the car was completely normal functioning prior to me, giving them the car and the request of making a copy of my key. They said a hefty discount, however they only gave me $349 off and the total price was over $1000 that I had to pay from my pocket.. In my opinion this is very unfair by the Nissan dealership as well as the service manager to think that a hefty discount is $349 when the customer had to pay  $1000 with a car that was completely functioning prior to me giving it to this particular dealership.
  
  Sincerely,
  
  ***************************

  Business response

  04/13/2023

  We do understand that the vehicle drove in, as understand there was some addition cost at this time, a 30% discount we feel is a hefty discount and is warranted in this situation, as like we stated before there is no factor that we can detect that your vehicle BCM is faulty until we start this process. We follow the process the Nissan ****************** ****** , which Nissan North America provides ** to follow and we did that exact process, so theres no foul play on Glendale Nissan and there are circumstances that is out of control when come to electronics in vehicles. If you would like to contact Nissan North America directly for some assistance from their ********************** ********** by dialing 1-800-NISSAN1
  
  *************************
  Service Director
  Glendale Nissan
  ****************
  Glendale Heights, **
  ************

  Customer response

  04/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Sincerely,
  
  ***************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩